• Continuing with 3 applications (work-flows)

  • Administrative Information Services (AIS)
    with own servers handling CERN's business processes, comprising about 26 applications and 24 projects. Examples:

    • personnel holidays

    • purchases

    • trips' expenses

    • stores

    • Budget Holders Toolkit

• Problem Reporting Management System (PRMS)
  on server sunar01.cern.ch handling IT Division's transactions with other divisions, the Desktop contract and some experiments. Examples:

  • Desktop Support Services

  • User Support

  • Helpdesk

  • LabView

  • PARC (Engineering Applications) Support

  • Controls' transactions (ITCO)

  • Some experiments with own domains (Atlas, Opal, LHCb, CMS)

• Call management (CM)
  handling Computer Centre operations and Network interventions:

  • Communication Systems group and contractors for network interventions

  • Computer Centre systems' operation requests to outsourced service company

• 29K(AIS) + 39K(PRMS) + 10K(CM) tickets registered (searchable)

• 30(AS) + 350 registered support users

• Unix client exists (not as functional as the Windows one) for Solaris and HP-UX

• Ticket Input and query now possible by email

• Ticket modification by email available soon

• Ticket Input/Query/Modification possible via Web (Unix ports and email interface no more important)

CERN Site report

http://cern.ch/ref/hepix/

HEPiX Autumn 2000

Maria Dimou - CERN/ User Support